Overview

Reporting to the Supervisor, Patient Access Services, the Senior Officer, Protocol & VIP Services performs all duties related to the pre-registration, registration, scheduling, patient identification, cash collections and insurance eligibility. The role of Senior Guest Access Officer, VIP & Protocol Services is responsible for ensuring that VIP and Protocol guests, patients and their family members are given the utmost priority and importance by ensuring their healthcare journey runs smoothly and timely. This role provides \xe2\x80\x9cfront-door\xe2\x80\x9d customer service to VIP and Protocol patients when they present physically to the service areas as well as over the phone. Senior Guest Access Officers, VIP & Protocol Services communicate directly with patients and families, physicians, nurses, and are responsible for ensuring the hospital maintains compliance where applicable with the Dubai Health Authority (DHA), Department of Health (DOH) and Joint Commission International (JCI) standards. Ensures adherence to all customer satisfaction indicators to ensure service excellence and ultimately increase in Mubadala Health\xe2\x80\x99s Likelihood to Recommend and Net Promoters Score.

Responsibilities

• Greets and welcomes patients
• Performs positive identification of patients upon arrival
• Prints and places wristbands on pat\xe2\x80\xa2 Obtains insurance card and demographic information and inputs

information into Electronic Medical Records (EMR) * Secure all signatures necessary for treatments e.g., General Consent forms

• Provides a copy of the Patient and Family Rights and Responsibilities to patients when a General Consent needs to be signed.
• Performs accurate registration using thorough interview technique to ensure that information is 100% complete and accurate.
• Performs insurance eligibility and verification
• Validates scheduled procedures and patient\xe2\x80\x99s out of pocket responsibility
• Validates Emirates ID and performs patient identification
• Identifies and routes unauthorized procedures to Insurance officer
• Ensures that all compliance requirements have been met, and the registration is properly created and/or updated for anticipated claims billing.
• Exercises top-notch desirable customer service demeanor and professionalism in all communication, duties and attire while interacting with patients, physicians, staff, and visitors.
• Versed in Hospital and applicable regulations and is especially sensitive to, and mindful of, patient confidentiality in all scenarios.
• Conforms to all regulations without exception.
• Communicates and coordinates information in a knowledgeable and courteous manner with staff, patients, and families.
• Schedules follow-up appointments and appointments for walk-in patients
• Conducts appointment reminders
• Assists with keeping family members updated regarding patient\xe2\x80\x99s procedure/visit or of any delays in the clinic.
• Answers telephone calls promptly and responds to requests, messages, and emails in a timely manner.
• Takes accurate messages, relays/forwards messages to appropriate personnel, and refers callers to appropriate personnel as needed.
• Performs reminder calls to patients as required.
• Discharge patients from the Clinic and coordinates follow up appointments
• Informs patients about their next steps and assist with any questions.
• Adheres to all accepted patient identification and safety standards
• Follows all security, confidentiality, privacy policies as well as all industry specific rules and regulations.
• Prioritizes workload.
• Participates and contributes to Department meetings
• Coordinates issues as appropriate with Team Leader
• Maintains confidentiality with patients, staff, and guests
• Practices exceptional customer service and professionalism,
• Performs data entry as assigned
• Ensures that all parties have appropriate forms and makes copies as appropriate to ensure clinic flow.
• Collects deductible, co-pay & any patient responsibility
• Posts payments in the applicable system and issues receipts
• Collects advance cash payments and deposits in the system
• Ensures cash handling and storage procedures are followed
• Performs cash reconciliation and remits daily collection to the Billing Supervisor or designee
• Completes assigned or mandatory trainings within a specified timeline.
• Adheres to productivity, quality, and patient satisfaction standards
• Adheres to time and attendance standardsients when applicable
• Handles complaints and attempts to deescalate
• Participates in shift work to meet operational needs
• Performs patient registration activities by leveraging interview techniques and ensures capturing accurate details in a timely manner.
• Obtains patient insurance cards and relevant information and accordingly inputs and maintains the captured information in the Electronic Medical Records (EMR).
• Ensures that all compliance requirements have been met, and the registration is properly created and/or updated for anticipated billing.
• Conducts activities related to the reception area within the asset as and when required, communicates and coordinates information in a knowledgeable and courteous manner with caregivers, patients and their family members.
• Assists with keeping family members updated regarding patient\xe2\x80\x99s procedure/visit or any delays in the clinic to ensure their understanding and cooperation.
• Assists in discharging patients, arranges follow up appointments, informs patients about next steps and handles enquiries if any.
• Conducts administrative activities such as answering/relaying calls, messages, and emails, making reminder calls to patients, handling suggestions and complaints as well as referring patients\xe2\x80\x99 inquiries to the relevant caregivers as and when required.
• Ensures the completion of appropriate patient documents such as General Consent forms, payer compliance forms and patient insurance card copies/scans.
• Substitutes as a Patient Access Officer that caters non-VIP/Protocol patients when operational needs dictate.
• Other duties as assigned/requested

Qualifications

• Vocational / Technical Education
• 2+ years of similar experience
• Bachelor\xe2\x80\x99s degree can substitute for 2 years of experience
• Strong attention to details
• Ability to communicate and relay messages to patients in a culturally sensitive manner
• Analytical and problem-solving skills
• Practical knowledge in Microsoft Office suite
• Fluency in reading, written and spoken English

Mubadala Health